User support tickets can be a valuable source of information for researchers. Here's how we use them to shape what we do on our Government as a Platform products.
We’re hiring 2 new Heads of User Research and Analysis - one for GDS and one for government. Find out why we're bringing the disciplines together as one super-community and how to apply.
The challenges and discoveries user researchers Katie John and Leon Hubert experienced when recruiting people with disabilities for their latest work.
Our thinking about services has changed and evolved over the past couple of years, so we’ve been researching how people across government currently define what a service is.
Contextual research is about watching your users in the environment where they usually use your product. In this blog post, we talk about how we've used contextual observation to iterate and improve GOV.UK Notify.
We’ve worked with colleagues across government to create a set civil servant profiles. In this post we explain how we created the profiles and how they can help you provide better services within your organisation.
Listening to the language people use in an organisation is an important way to understand the organisation's culture. In this post we consider the difference between thinking and talking about IT systems, and thinking and talking about government services.
We’re doing wide-ranging and collaborative user research to help the Service Standard move from looking at isolated transactions to whole, end-to-end services.
We’ve learned that user researchers do their best work when they focus on one thing at a time. In this post I explain how this is the foundation for making user research a team sport, and of putting the people who use our services at the heart of what we do.
GOV.UK have been using card sorting to understand the ways people think about content and how it should be organised. In this post they describe how they’ve refined their approach.